***** Case Not Being Escalated and Prioritized

I am writing this as a worried individual whobis trying to make means but Standard Bank does not want to refund my money which I complained about, I have had this case open for 4 months now my 19k is not being refunded everytime I ask for the ***** unit I always get told that they only make out going calls. I'm an FNB client who made a transaction into a ******** account thinking they are legit I filed for all the Documentatuon they needed so they can freeze the account I have already lost a client due to service delivery Standard Bank said it will take 7-12 working days now they advised that I they will let me know which branch I should go to so they will refund my money, I call both FNB ***** and Standard Bank Daily asking for a resolution as this is going to get my Company Blacklisted and I will end up suffering because of Standard Bank and their selfishness, I have already logged a case with Bank Ombudsman as this is frustrating.

I was told *** is dealing with the case but he has not responded to my emails ever since.